Support Specialist (Mexico) at FreshBooks

FreshBooks is seeking a dedicated and motivated Support Specialist to join their award-winning Support team. The ideal candidate will be passionate about providing exceptional customer experiences and resolving customer issues effectively. This is a remote position based in Mexico, requiring fluency in both English and Spanish.

The Support Specialist will be responsible for handling inbound customer support inquiries via phone and email, using Zendesk to troubleshoot and resolve issues. They will also be expected to deliver extraordinary experiences through each customer interaction, providing comprehensive support across various channels.

Role Involves:

• Responding to and resolving customer support inquiries.
• Troubleshooting issues with web and mobile applications.
• Providing support through phone, email, social media, and chat.
• Executing extraordinary customer experiences.

Requirements:

• 1+ year of customer service experience.
• Expert troubleshooting and problem-solving skills.
• Fluent in English with excellent written and verbal communication skills.
• Empathy and a customer-centric approach.
• Ability to handle approximately 20 customer interactions daily.
• Technical aptitude and ability to learn new systems quickly.
• Stable internet connection and a quiet work environment.

FreshBooks Offers:

• Comprehensive health and wellness benefits.
• Retirement savings program or pension plan.
• Stock options for full-time employees.
• Generous time off and parental leave.
• Peer Recognition Program.
• Employee Assistance Program.
• Home office credit.
• Career development and continuous coaching.